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About The Role

RAC has an exciting opportunity for a Team Manager to join our Customer Care Team based at our Bescot Office. You will Lead a team of Customer Care Experts, responding to member issues through a variety of media and channels.

Salary is £32,000.00.

35 hours per week, Monday to Friday between 8am and 6pm with occasional weekends.

Benefits and rewards:

• Free RAC Breakdown cover from day one
• Group Life Assurance of up to 4x salary
• Health and wellbeing benefits - including healthcare cash plan, private medical insurance, GymFlex membership and Cycle to Work benefits
• Car salary sacrifice scheme - including offers on electric vehicles
• FREE on-site parking
• Free European Breakdown cover including 7 days car hire to continue your journey
• Amazing employee benefits including additional discounts on big brands, hotel stays and days out

What you'll do…

• Maintain a highly motivated, member centric team that deliver a timely, empathetic but commercially realistic response to members queries.
• Balance high levels of member satisfaction and outcomes, with goodwill spend and highlighting areas of improvement through effective root cause insight.
• Be a subject matter expert on the regulatory landscape, ensuring all internal processes are up to date and fit for purpose whilst promoting RAC’s business goals.
• Lead and motivate your team to deliver exceptional member outcomes that inspire loyalty.
• Utilise and drive improvements in management information to monitor performance.
• Support your team to achieve relevant performance targets through coaching and engagement.
• Lead calibration sessions to support your team with personal development.
• Ensure your team are clear on annual performance goals, both individually and as a team.
• Work with the Training Manager to highlight areas of focus through gap analysis.
• Produce relevant, accurate face to face and timely feedback to colleagues.
• Maintain excellent RAC and competitor knowledge, and commercial awareness.
• Communicate confidently and professionally with all colleagues, delivering exceptional service.
• Act as point of escalation for colleagues needing advice or assisting with challenging situations.

• Experience of working in a customer facing department with key metrics of customer satisfaction.
• Experience of leading a diverse team to achieve targets across a multi-product portfolio.
• Experience of driving results through people by inspirational leadership, recognition, and performance management.
• Good level of commercial awareness.
• Ability to communicate effectively with all levels of stakeholders.
• Knowledge and experience of how to lead, recruit, and motivate large teams.
• Proven successful coach with a broad knowledge of coaching techniques and styles.
• Highly literate with an excellent eye for written response quality across multiple disciplines.
• Previous experience in a customer focused role.
• Previous experience in a leadership role

If this is the role for you, Apply now and be a part of our journey!